Feedback and complaints

Feedback and complaints

At Child Care Super, it’s all about you. Our superhuman members (and your employers too!). We care a lot giving you the best service we can, so if you’ve experienced a problem – we want to know about it. That way we can do everything we can to fix the issue as fast as possible.

How do I lodge a complaint?

There are a few different ways you can contact us, so choose what is best for you:

Phone: 1800 060 215

Email: info@childcaresuper.com.au

Mail: GPO Box 1088, Melbourne, Victoria, 3001

What happens after a complaint has been lodged?

We will acknowledge your complaint at the time of receipt, typically within one business day. Our aim is to resolve all complaints as soon as possible, and if we are not able to resolve your complaint within 5 business days, our team will investigate the complaint and provide a response to you within the timeframes set out below.

How long will it take?

Our timeframe for providing a response depends on the type of complaint we receive as set out in the table below.

What if there is a delay?

If we are unable to resolve your complaint within these timeframes, we will let you know in writing including the reasons for the delay.

Help for people with hearing or speech difficulties, or linguistic diversity.

We will work to accommodate differing communication needs, such as a hearing impairment or linguistic diversity, to ensure that the feedback process is accessible to all. This can include working with a third party you have nominated to represent you.

What can I do if I’m not satisfied with the outcome?

If you’re not happy with how we’ve handled your complaint you can lodge a further complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent dispute resolution body set up by the Federal Government to provide a free, impartial and binding dispute resolution service for financial services.

If AFCA can deal with your complaint, it will attempt to resolve the complaint through conciliation. If this is unsuccessful, AFCA will review the decision to which the complaint relates.

For more information about the types of complaints that AFCA can deal with and the information you’ll need to provide, contact AFCA directly via one of the below:

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Website: www.afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

ASIC also has an Information Line on 1300 300 630 which may be used to obtain further information about your rights.